I recently had a series of not-terrible-but-still-irritating experiences with a major service provider. I’m a pretty loyal Customer of this company, but a few of their new procedures and rules have made dealing with them much more cumbersome and frustrating. What’s more, their Customer Support staff has been empowered really only to express their sympathy [...]
Last time I wrote about how we need to update our attitude and culture when it comes to Customer Insights. An overreliance on simply collecting and reporting KPIs is making all the information we’re gathering (and perhaps, if we even go this far, analyzing) pretty useless. That uselessness will reflect on the broader effort (insofar as [...]
Sometimes I can get cheeky and say crazy little things like, “Maybe just stop doing VoC?” Now, I realize that outbursts like that have their provenance in the paradox that is the combination of petulant child and grumpy old man that reside in my own mind. But sometimes there’s more to it, and the more [...]
I have a friend in the loyalty business. By that I mean loyalty programs: airline miles, hotel points, punch-cards from your favorite sub shop. We were talking recently and the conversation got me to notice: A lot of loyalty programs don’t really advance their own brand. Sure, they’ll keep Customers coming back (But is it [...]
Yes, you read that right… Hold on to your hats, because I’ve actually got something good to say about a recent experience I had with a cable company. Obviously, this is a very qualified Getting CX Right example: Xfinity, historically is one of the worst brands I’ve ever encountered when it comes to CX. Now, [...]
In the profession I am, I often interact with brands much more than the average Customer would. Frequently, I find myself reaching out to an organization simply to offer them feedback, not necessarily because I need help. Usually, it’s after I’ve had an interaction in which I have needed help that I’m moved to ping [...]
About a month ago I received an email inviting me to speak at an upcoming CX conference. If you know me, you know that I used to do a lot of these. Between client work, military duty, and domestic obligations, it’s hard to find the time anymore. But this one happens to be occurring at [...]
A while back I made hotel reservations for a big event. Since it was a big event, not only were the prices sky-high, but bookings came with extra strings and complications. Naturally the hotel (and likely all the others in the region) wanted to ensure maximum capacity as it’d be a real shame to leave [...]
I am asked all the time by clients and potential clients how they can improve their survey response rate. In fact, my reply is so readily available off my hip that I’m surprised I hadn’t written about it until now, although I’m sure there are podcast episodes all over the place with me sharing this [...]
I’ve written on several occasions (and many others I’m sure I could dig up) about how it’s your responsibility as a brand to take care of your Customers, not just to give them excuses. Sometimes when I lodge a criticism of a policy or process with a brand, I’m given an excuse in reply. When [...]
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